---
title: Purchase Cancellation
description: How to cancel a purchase in KAI
---

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# Purchase Cancellation

## How to cancel a purchase in KAI

Why do I need to cancel a purchase?

- The sold services/products during pre-arrival should follow the T&Chotel set under each service/product. The guests were aware of these policies during their purchase.

 

- Once the hotel confirmed the arrangement for guests purchased service/product, it should follow hotel cancellation policy, and hotel should indicate this information in the service confirmation notification.

 

- If the guest insists to cancel a confirmed service/product, the hotel may decide whether giving the exception. And take a Cancel action inKAI in order to have an accurate report.

 

Importance Notice

- Once you cancel a service/product, the guest will receive a notification of cancellation.

- If the guest consumed the service/product, it might cause dispute of the bill upon check-out.

- Please ensure the cancellation action is taken to the correct order.

 

![](https://help.gokai.co/hubfs/image-png-Nov-18-2020-08-30-37-78-AM.png)

**Upsell -> Sales**

1. Search the sale by:

- Order Confirmation Number

- Guest Name

- Guest Email

- Purchase Date

2. Find the order

3. Reconfirm the order information

 

![](https://help.gokai.co/hubfs/image-png-Dec-11-2020-08-14-56-88-AM.png)

 

![](https://help.gokai.co/hubfs/image-png-Nov-18-2020-08-30-51-30-AM.png)

1. Click Refund

2. Choose Number of Vouchers

3. Refund

![](https://help.gokai.co/hubfs/image-png-Dec-11-2020-08-16-54-35-AM.png)

 

![](https://help.gokai.co/hubfs/image-png-Nov-18-2020-08-31-20-07-AM.png)

Once the purchase was cancelled, the guest will receive email notification of Voucher Refund

![](https://help.gokai.co/hubfs/image-png-Dec-11-2020-08-18-26-68-AM.png)

 

![](https://help.gokai.co/hubfs/image-png-Nov-18-2020-08-32-17-91-AM.png)

![](https://help.gokai.co/hubfs/image-png-Nov-18-2020-08-32-40-88-AM.png)